EFT Program Guidelines

Participation Guidelines

	The program is available to residential and commercial customers.
	Customers must have either a checking or savings account.
	To enroll, the account must be paid in full; customers on deferred payment plans are ineligible to participate.

General Guidelines

	Review your monthly bill. Bills will continue by mail. Customers with bill disputes should call the City of Austin Customer Care Contact Center at (512) 494-9400. Call at least ten business days prior to the bill's due date with concerns about charges.
	Austin Energy debits the full new balance from the customers’ account each month. Customers on the Levelized Payment Program will have their levelized amount debited each month.
	The following confirmation message is printed on EFT bills, "Your bank account will be drafted for the new balance amount." Until this message appears on the bill, continue making manual payments.
	Austin Energy debits payment on the bill's due date.
	Austin Energy charges a fee for insufficient funds. The fee is charged in accordance with the Fee Schedule, as approved by City Council.
	Austin Energy reserves the right to remove a customer from the EFT Payment Program if in any 12 month period two EFT debits on a bank account are declined (for insufficient funds, frozen account, etc.). If removed, you must wait 12 months to reapply.
	The EFT program cannot debit contributions to the Customer Assistance Program or the Park/Library/Tree Fund. Mail contributions to COA - Payment Processing, PO Box 684368, Austin, TX 78768-4368. Please include your utility account number (found at the top left of the bill) and specify the amount to credit to the program(s).

Changing Your EFT Enrollment

Changing Enrollment
	The EFT Payment Program is not transferable between City of Austin utility accounts. Complete a new enrollment form for each new utility account.
	Complete a new enrollment form in order to change bank information. Allow 10 business days from the date of receipt for processing.
	If the City of Austin receives the form at least 10 business days before the due date printed on the utility bill, the change will take effect for the bill currently due.
	If the City of Austin receives the form less than 10 business days before the due date printed on the utility bill, the change will not take effect until the next billing cycle.
	The customer is responsible for ensuring all utility bills are paid on time.

Canceling Your EFT Enrollment

Canceling Enrollment
	Discontinue enrollment in the program by submitting a completed EFT Cancellation Form.
	If the City of Austin receives the form at least 10 business days before the due date printed on the utility bill, the cancellation will take effect for the currently due bill.